Frequently Asked Questions (FAQ)

- A delay in the updates to the tracking database. - Standard deliveries are not normally trackable. - International deliveries are not normally trackable

If the estimated delivery date for your parcel has passed and your tracking information hasn't changed, please allow an additional day or two for the parcel to be delivered. Usually packages arrive on or shortly after the estimated delivery date.

Orders

How do I place an order? First find the image and product combination you want, add it to your shopping cart and proceed to checkout where you will be asked for your delivery and payment details.

How do I pay for an order? You can pay for your order with the majority of major credit cards via Barclays ePDQ or PayPal (there is no need to register with PayPal to make a purchase). For added reassurance financial institutions process payment details separately and securely. We do not have access to online payment card details. Whilst we do prefer online payments we can accept credit card payments over the phone during business hours. For UK customers only we accept cheques issued against a UK bank.

Can I check the progress of my order? Yes, but only if you have chosen to register (and supplied a password). To do this, log back on to your account to see where it is in the production process. We will also email you with updates as your order progresses.

Can I add to my order once it has been placed? Sorry, due to our automated production process, this is not possible.

Can I view my order history? Yes, all of your previous orders are available in the "My Orders" section when you log in.

Can I cancel my order?

Once submitted it's not possible to cancel orders. Our photo labs use automated production systems. Confirmed orders can't be removed from the workflow. We are sorry but we can't stop, cancel or intervene in any way and this includes orders which have not shipped,

How do I return my order if I am not happy with it? We want you to be happy with your purchase so please contact us to discuss any issues. If we cannot resolve your issue you can of course return it for a refund. Customer services will give you details of how to do this.

Product

Are the framed prints and box canvases ready to hang? Yes, the framed prints include a hanger on the back and the canvases can be hung from the top edge.

Is the image on both sides of the mug? Depends on the image, portrait images are printed twice front and back, landscape images are sized so that the wrap around the mug and give the largest possible image.

Are the mugs dishwasher safe? Yes.

Do the mouse mats work with optical mice? Absolutely.

Why does it take so long to dispatch an order? All of our products are made-to-order which means that, whilst you will be getting a premium quality product produced by craftsmen, you may have to wait a few days for it. Prints are usually dispatched the next business day but other products can take longer. The estimated dispatch date is confirmed in the order details emailed to customers.

I have found the image I want but it is not available in the product or size I need? The partners we work with determine what products they want to make their images available on which is why the product set can vary from image to image. If product you want is not available drop us an email and we will see what we can do. Larger sizes may not be available for some items if we deem that the resolution of the digital file provided is not sufficient for printing at that size.

How do I know if the product is in stock? All of our products are produced to order, which means you are buying a bespoke product, and we never run out of stock.

Why are the white lines on the sides or top and bottom of the print? This is due to the image not being the same shape (having a different aspect ratio) to the paper it is being printed on. When this happens you can print the entire image (with margins) or crop the image (no margins) to fill the paper. Where applicable you are offered the choice as part of the ordering process. Some products can cater for a range of shapes and therefore the choice is not needed for these.

Are the prints fade resistant? Yes, we use proper photographic paper and equipment to give superior fade resistance.

Are the papers/mounts acid free? They are.

Are the mounts custom cut? All of the mounts are custom cut using digital laser technology to suit each individual image in order to give the best possible effect on your framed print.

What do you use to glaze the framed prints? We use high quality optical clarity acrylic which is lighter and more expensive than glass but much safer to post.

How big are the canvas prints? Canvas prints are typically available in a number of different sizes. Unless shown otherwise, the quoted size refers to the longest edge and since all canvases are made to fit the image exactly the other edge will be scaled to fit the image. Actual sizes for each image can be seen on the page when the image and product are selected.

Is VAT included? VAT is included for all purchases delivered within the European Union; purchases for delivery outside of the EU are VAT exempt and will not be included.

What products are available? The product list varies from image to image but typically includes photographs, framed prints, posters, and box canvases and possibly creative gifts such as mugs, mouse mats, t-shirts and jigsaws. To see what products are available for the image you are interested in please go to the detail page for that image where a complete list of products will be displayed. Due to licensing restrictions beyond our control it is not always possible to offer all products for all images.

Why is gloss not an option? As the majority of our photos are intended for framing we do not offer gloss as this can cause issues when placed behind glass. The finish we use (Lustre) is halfway between Gloss and Matt giving the vibrancy of Gloss without the issues with framing.

Can I have the print with a border? The option to add a small gap (nominally a 6mm border, the precise size may vary due to production tolerances) is offered on most prints near the Add To Cart button.

Can I have a colour image as a black and white or sepia print? In most cases this is available and offered near the Add To Cart button.

Why do you not wrap the image on the box canvas products? Quite a lot of image is needed for the portion that is wrapped. Because we have images from a lot of different sources we cannot guarantee that wrapping all of the images will not result in key parts of the image ending up on the edge rather than the front. Because of this we do not make that an option but we do make different colours for the side available so that you can choose one to suit your taste.

Is the watermark visible on the website included in the purchased product? It is not. Finished products are produced from much higher quality images that the previews on the web site and do not include the watermarks, which are there to protect the images from being reproduced without permission.

Delivery

How long will it take to deliver my order? We do not hold stock as all products are professionally made-to-order. Dispatch dates vary depending upon the product. Regular photographic prints are normally quick, dispatching the same or next business day depending on the time the order is placed. Standard delivery (from the relevant UK, USA or Australian store) should take approximately 3-5 business days from the date of dispatch. International deliveries may take considerably longer due to transportation and government import checks.

How will my purchase be packaged? Small and medium prints are sent flat, whilst larger prints are sent rolled in very strong tubes. All other products are sent in heavy weight boxes with enough additional protection to ensure that they reach their destination safely, even if on the other side of the world.

Who will be delivering it? We use national carriers (Royal Mail in the UK) for smaller packages and couriers (such as FedEx) for everything else.

Do I need to be in when it arrives? Some packages require a signature so if you are not in when your package arrives re-delivery will have to be arranged.

Do you have a next day delivery service? This is not currently an option. However items sent via Courier are normally delivered next working day (Mon-Fri) once the item is ready for dispatch.

Can I pay for faster delivery? Courier delivery, where offered, is the fastest delivery method. Again please allow time for the item to be made, estimated dispatch dates are clearly shown at the checkout and on your order confirmation.

Can I change the delivery address? Yes as long as your order has not left us, simply drop us a note with the details. We reserve the right to deliver only to the cardholder's address.

Can I deliver to a different address to my payment details? You can, simply enter the delivery address when ordering. We reserve the right to deliver only to the cardholder's address.

Can I track my order? Registered users can log on to their account and go to the "My Account" area. We will also send you regular email updates tracking your orders progress.

Where do you deliver? We deliver worldwide to most countries.

How much will delivery cost? The postage is calculated depending on the products ordered and the delivery address. If you want to know how much the postage will be please place the products you want in the basket and go to checkout where your postage will be calculated. You do not have to complete the purchase if you do not want to.

Images

What is the quality of the images you use for production? We only source images from professional organisations and check the size of the image against the products available to ensure optimum results. The images on the web site are for preview only and finished products are produced from the original and much higher spec versions. Watermarks are not included on the purchased products.

How many images do you have? We currently have over four million images on our system with the numbers growing daily.

Where do you get your images? We work with organisations that have large collections of quality and unique images. These include large sports organisations, charities, museums, photo libraries, newspapers and magazines and government departments.

Can I put my images on your site? If you have a collection of images to which you own the rights please contact us and we will get back to you.

I cannot find the image I am looking for? We have a huge archive of images available please use our search functionality to find the one you are after. If you still cannot find it drop us a note and we will see if we can help.

What about old images? Some of the images we have available are scans of historic photographs. In some cases this means that there may be some marks on the image. Please appreciate that not all images of a certain age will be blemish free.

Does the watermark appear on the finished product? The watermark is there to protect the images on the website from being used without permission and does not appear on any purchased products.

The previews do not look very high quality. The previews have been optimised so that they are served quickly to your browser and are considerably lower quality than those used for production. Finished products will be significantly sharper, clearer and more beautiful.

Other

Can I license an image for commercial use? Many of the images on this site are available for license. If you can't find the image you are looking for, send us details confirming the license requirement and we will try to assist. Alternatively you can also find a range of images for license at License Storehouse

Can the products be resold? All products sold are for personal use only and cannot be reproduced or resold in any way. If you wish to commercialize an image or product please Contact Us with the details

Do you have a shop I can visit? Unfortunately not, we are online only at the moment.

Where are you based? We have offices in the UK and Australia and work with image partners from around the world delivering quality products produced in professional and specialised production facilities located in the UK, USA and Australia.

How do I get in touch with you? The quickest way is online by contacting our customer service department and providing all the details in the form provided at the Contact Us link at the bottom of the page.